Google Dialogflow Telephony Bridge

Provides media server functionality as well as enterprise telephony (SIP) connectivity between Google Dialogflow Enterprise Edition and the companies’ enterprise telephony components (PBX or SBC).

USAN Dialogflow Telephony Bridge Communications Flow

USAN Dialogflow Telephony Bridge Communications Flow

Features

  • Connects existing corporate telephony assets (phone numbers, PBXs, SBCs) to Google Dialogflow Enterprise Edition.
  • Provides media server services to the call while being serviced by Google Dialogflow Enterprise Edition.
  • Manages call transfers back into the corporate network if needed.

Benefits

  • Improved Customer Experience – brings familiar conversational speech interactions to the traditional enterprise IVR.
  • Increased Call Containment – richer interaction capabilities and improved usability means customers will enjoy the self-service experience and will  “zero out” to an agent less frequently.
  • Easy deployment and integration using Google standard tools.

Visual IVR for Amazon Connect In Action

Financial Services Institution Simplifies Mobile Self-Service with Visual IVR

A top 10 global bank developed over 40 separate self-serve applications across a multi-decade relationship with USAN. Utilizing voice self-service best practices, USAN and the bank were able to achieve containment rates ranging from 45-89%. However, in a continuous improvement initiative, the bank wanted to boost its self-service numbers further, while at the same time increasing customer satisfaction.